Shipping policy

Processing

We are a small, dedicated team, and we work hard to pack and ship your orders as quickly as possible!
  • Standard Processing Time: Please allow 1 to 3 business days for us to process, pack, and hand your order over to Australia Post. This excludes weekends and Australian public holidays.
  • Peak Periods & Sales: Processing delays may occur during major sales, product launches, and the holiday season. We highly recommend ordering well in advance if you need your items by a specific date.
  • Express Post Orders: Express shipping options are available Australia-wide. While we always prioritize packing Express orders, please note that our standard 1–3 business day processing time still applies before your package is dispatched.
Once your package is in the transit network, any transit delays are out of our control. For real-time updates after shipment, please contact Australia Post directly with your tracking number.

Where We Ship

We ship domestically across Australia and to a wide selection of international destinations. All parcels are sent via Australia Post.
🇺🇸 Important Update for Our US Customers
To ensure a completely seamless delivery experience with no surprise charges at your doorstep, we have upgraded our shipping process for the United States! We now partner with Zonos to pre-clear all customs requirements. All necessary US import duties, customs tariffs, and processing fees are automatically calculated and 100% included in the shipping rates you see at checkout. Your package will arrive fully prepaid and cleared through customs straight to your door, with zero additional fees to pay on delivery.

🌍 International Service Restrictions
Due to changing international carrier restrictions, there are some locations we currently cannot ship to, or where strict product volume limits apply.

If you are ordering from outside of Australia and have any questions or want to check your countries current restrictions, please contact us at cloudchaser_cosmetics@outlook.com.

If the event you need an item by a certain date, we suggest ordering in advance to avoid any shipping delays.

Estimated Delivery Times

Please note that these timeframes apply after your order has been processed and shipped from our facility.
  • Australia (Standard Domestic): 2 to 8 business days.
  • Australia (Express Domestic): 1 to 4 business days.
  • New Zealand: 10 to 16 working days.
  • Rest of the World: 10 to 30 working days (depending on your exact location and local customs processing times).

*All parcels are sent via AUSTRALIA POST.


Duties & Taxes

International delivery costs do not include duties or taxes. Your order may be subject to import duties, taxes (including VAT), and courier handling fees, which are incurred once a shipment reaches your destination country. Please note that since recent regulatory changes, all commercial shipments entering the UK and the European Union (EU) are subject to local VAT and handling fees, regardless of order value.
Cloudchaser Cosmetics is not responsible for these charges if they are applied. They are your responsibility as the customer. If you decline to pay the applicable taxes/duties or if your order exceeds limitations and restrictions, your package may be returned to us. In this case, initial shipping costs will not be refunded.
It is recommended that you contact your local customs office for information on what charges, limitations, and restrictions may apply to your country and your order.
Delivery & Signature Requirements
International orders require a signature upon delivery. It is the sole responsibility of the receiver to provide an address where someone will be home and available to sign for the parcel. International couriers will not leave parcels unattended.
Failed Deliveries & Returns
Should a parcel be returned to us for any of the following reasons, initial shipping costs will not be refunded. If a re-delivery is requested, a new shipping fee will apply:
  • Multiple unsuccessful delivery attempts.
  • Failure to pay duties, taxes, or handling fees applicable to the receiver's country.
  • If the parcel remains unclaimed by the receiver at their local depot.
  • Failure by the receiver to contact the delivery service in their receiving country to re-arrange a delivery.
  • An incorrect or incomplete address provided at checkout.

*If a refund for the return is requested due to any of the above reasons, the initial shipping cost will not be refunded.


How To Check My Order Status?

when your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you have any issues relating to your confirmation email or order, please contact us at cloudchaser_cosmetics@outlook.com. with your name and order number, and we will look into it for you.